ComplaintsforA&M Corson's AquaValue

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool/Pond pump did not work. I asked for a consultation. Technician informed me the pump was empty for filter needed. After he called his employer ,they decided they could fill with **** and gravel. After another week, the technician came back with materials and filled tank as agreed to. But he told me I would not be able to push the paddle down to work the filter. Too difficult . I thought he was assuming,being a woman, I was too weak. After he left, I attempted to push down the paddle several times with no luck. I called them back and let them know that a pipe was now leaking. They got defensive and said he never touched that pipe although earlier he told me that something had blown up on him. Days later he came back to look again and insinuated that I had caused the leak. I assured him I did not and that I was afraid of the huge filter anyway. He said he wasnt going to argue with me . I was attempting to brain storm to come up with a solution. The pond was already green and fish were dying. He said he told me I wouldnt be able to push the filter paddle down. I asked why he didnt stay and help me . He said he didnt have time. I called the office again and the office person said why dont I GIVE YOUR MONEY BACK AND CALL IT EVEN. I tried a few more times with the paddle and realized I had to call someone else. I called the office back and had to leave a message to agree with the offer of refunding my money. They never returned my call or email letters. I searched and hired another service and paid $553.73. This included a new paddle which was needed to begin with. My filter is now repaired. I turned the *** charges into my bank with all documentation but the company refused responsibility for not repairing filter. They stated that I only wanted the sand and gravel because I at some point will sell my house. This makes no sense at all. Why pay them $119. Plus $635.07 to put sand and gravel in the filter but not complete the job. My fish died and water was green.

  

  Business response

  06/29/2023

  Hello, 

  I apologize for the frustration you felt during this interaction. Normally we do not work on Koi ponds, but in this case we tried our best. I do recall the offer to give you a full refund after the problems occurred. I see that did not happen as you have stated. I am sorry again for the lack of communication and follow through on our end. I am issuing you an account credit in our stores in the amount of $754.07. If you are willing to give us another try the credits can be used for any retail purchase. If you are not comfortable with the store credit, then we can cut you a check or charge back to you card if you call into our service ************ You should not have had to fight this hard to get a refund that was already promised and again I am truly sorry. We are working constantly to give better customer experience and your feedback is valuable. Thank you for taking the time and letting us know. 

  Customer response

  07/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   I no longer have my pond. House was sold this April.

  So you know, the entire pool pump set up was done by your company for the pond. The business labels are still on the equipment. I am grateful for your reply. This was so upsetting. I feared the repair man. I accept and thank you for your offer of a check.

  My new address: *********************

     ***************************************

     *******, ** 85295

  ****************

  Thank you.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pool pump and filter, installed by this company. From day one I have been calling and complaining that it is not filtering. For a year theyve refused to send a tech to look just kept telling me to buy more chemicals. This year a tech finally looked at it for 30 minutes and left with out telling me anything. I can pump my vacuum on the ground to **** up algae/dirt and it just comes right back in through the jets. Ive purchased hundreds of dollars of chemicals at their request, all failed. They refuse to honor the 3 year warranty or even get a tech to look at it properly. It is current green algae, creating a home for misquotes and other bugs and my family and I went with out a pool all summer. She is a stay at home mom with 3 kids. I have no other resources. Calling them doesnt help, their techs dont help and the 100s of dollars theyve made me spend doesnt help. This pump and filter does not work and I need it replaced under warranty.

  

  Business response

  06/29/2023

  Hello ****************, 

  I would like to apologize for any frustration you have felt during this process. I see that you did purchase a new pump/filter equipment set from ** in 2021 and after a few months it looks like you inquired on a warranty for the filter. After that the next interaction that I show was almost a year later. When dealing with a green algae, no filter will pull that out of the water, the living algae is just to fine and passes through the filter. That is why we have to kill the green algae first with a strong chemical blast of chlorine and algaecide. Once the green is killed, it turns a milky white. At that point the filter gets to do its job and start to remove the dead algae. That is why we kept recommending killing the algae 1st. That comes down to the weekly maintenance care for the pool, not just the pump and filter. Once the algae is killed, if the pool still will not clear up then we would start to look into the filter as a possible solution. I see you rented a pump to drain your pool in Sept of 2022, how has everything looked since you got the fresh water in the pool? Hopefully you have had a better 2023. You are still under the manufacture's 3 year warranty if you are still having problems. That warranty is good with any Pentair warranty station, not just our company if you would rather use someone else. I am issuing you a $200 in store credit for use at our Retail locations on any purchase. This will help cover some of the cost that you occurred last year. Hopefully you will give us another chance, and If you are still having problems please reach our to our service **** and we will follow up with you.

  Thank you for your business! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩